Courses for Customer Service from Activia

Customer Service Excellence

A 1-Day Training Course

Course Content

New Course

Please note, this is a new course, with more interactivity, more content and a completely revised and updated agenda.

We're sure you'll love it!

Want to Build Solid Customer Relationships?

It's not just about sales, is it?

The way you deal with your customers when they have a problem speaks volumes about you - and the way they will think of you.

In this hands-on, interactive course, we take you through all you need to know to understand what it's all about, and how to do a great job.

After the course, you'll return to you job empowered to be more successful, productive - and happier too!

Course Aims

Is our new one-day Customer Service course up there with the best?

We know it is!

Prepare yourself for a great, interactive and informative day where you will be given a thorough understanding of great customer service, and the skills and proven techniques to really excel in what you do.

As with all our courses, there's lots of interactivity, with questions, exercises, and discussion points.

What's more, you get a workbook for your notes as you go along, and which you keep so you can refer back to it after the course.

Who Should Attend

This course has been designed to suit anyone in a customer service role - either in the front line or in a supervisory or line management position.

Learning Objectives

At the end of the day, delegates will be able to:

  • Appreciate what Customer Service is, and why it is important
  • Understand the change nature of customer expectations and how to meet them
  • Learn how to solve the three main types of customer problems
  • Deal confidently and assertively with difficult people
  • Use communication skills effectively and overcome barriers
  • Understand which personal skills will help you in your role
  • See how exceptional customer service is based on six areas
  • Know how great customer service benefits everybody involved

Course Outline
This course is a 1-day training course structured into 10 modules.
Module 1
Introduction and Course Overview
Topics covered
  • About the Course
  • Learning Objectives
  • Module 2
    The Importance of Customer Service
    Learning outcomes
    Understand what Customer Service is and why it's important to your role within your organisation
    Topics covered
  • What is Customer Service?
  • Who Are Your Customers?
  • Customer Needs versus Wants
  • What's In It For Me? (WIIFM)
  • Module 3
    Understanding Customer Expectations
    Learning outcomes
    Learn how customer expectations are changing in the modern world, and how best to meet them
    Topics covered
  • Types of Expectations
  • Meeting Expectations
  • The Value of Exceeding Expectations
  • How Do You Exceed Expectations?
  • Do Not Go Too Far!
  • Module 4
    Solving Customer Problems
    Learning outcomes
    See how to solve the very different problems associated with questions, complaints and conflict
    Topics covered
  • Questions, Complaints and Conflict
  • Answering Questions
  • Handling Complaints
  • Resolving Conflict
  • The 5 Stages of Solving Customer Problems
  • Module 5
    Turning Customers Around
    Learning outcomes
    Understand how to respond professionally and appropriately to a range difficult situations
    Topics covered
  • Dealing with Angry Customers
  • Dealing with Difficult Customers
  • Dealing with Unprofitable Customers
  • Dealing with Customer Feedback
  • Turning a Problem Into a Solution
  • Module 6
    Communication Skills for Great Customer Service
    Learning outcomes
    Be aware of the importance of communication and learn how to communicate with your customers in a more positive way
    Topics covered
  • About Communication
  • Questioning Skills
  • Active Listening
  • Listening Quiz
  • Module 7
    Personal Skills for Great Customer Service
    Learning outcomes
    Learn how you can be more positive in your role by acquiring and developing personal skills
    Topics covered
  • Positive Mental Attitude
  • Managing Stress
  • Time Management
  • Assertiveness
  • The Likeability Factor: How Can You Be More Likeable?
  • Module 8
    The Structure of Customer Service Excellence
    Learning outcomes
    Learn about the six pillars of great customer service, moments of truth and setting effective personal goals
    Topics covered
  • The Six Pillars of Customer Service Excellence
  • Moments of Truth and Delivering Excellence
  • Adopting Personal Service Standards
  • Module 9
    Keeping Your Customers
    Learning outcomes
    Understand how great customer service benefits everyone and see how to increase loyalty by tapping into the right emotions
    Topics covered
  • The Benefits of Customer Retention
  • Customer Benefits
  • The Four Levels of Customer Loyalty
  • The Emotional Needs that Drive Customer Loyalty
  • Are You Ready to Inspire Your Customers?
  • Module 10
    Your Personal Action Plan
    Topics covered
  • Set up your plan of action for the future

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